UC2B Canvassing to Support Customer Acquisition and Construction Dr. Jon Gant Research Associate Professor University of Illinois at Urbana-Champaign Graduate School of Library and Information Science

Rethinking the Vision for Community and Digital Inclusion “All people, businesses and institutions will have access to digital content and technologies that enable them to create and support healthy, prosperous and cohesive 21 st -Century communities” (IMLS 2011, “Building Digitally Inclusive Communities”)

Broadband in Urbana-Champaign

Goals of UC2B  7 fiber rings connect 200 Community Anchors  Connect premise in 11 Census Block Groups  First 2,500 premises receive free installation of fiber network and option to subscribe to service for$19.95 Collaboration $29.4 M project $22.5 Federal. $3.5 State, $3.4 Local Project end date is January 31, 2013

Factors Influencing Broadband Adoption Performance Expectations Ease of Use Expectations Social Influences Availability of Resources to Support Use Broadband Adoption Source: Venkatesh et al. (2003, p. 447) Voluntariness Of Use ExperienceAgeGender

Place Matters Performance Expectations Ease of Use Expectations Social Influences Availability of Resources to Support Use Desire to Use Broadband Internet Source: Venkatesh et al. (2003, p. 447) Voluntariness Of Use ExperienceAgeGender Information is socially constructed Agglomeration and learning effects Information Spillovers Availability of resources and capabilities geographically bound

Canvassing

Key Goals  Customer acquisition survey  Managing the canvassing  Using computer technology

Customer Acquisition Activities  Canvass door-to-door  Provide service to at least 2,500 premises  Data driven approach  Inform and educate Outcomes  Maximize the total number of subscriptions to premises  Provide high quality service  Build relationships  Serve with professionalism

Help Us Manage Customer Acquisition Process Activities  Follow procedures to report canvass visits  Protect equipment  Protect personal information  Enter high quality data Outcomes  Maximize the number of premises canvassed per day  Minimize return visits and backtracking  Support coordination with construction schedule  Work safely  Be supportive team member

Use Technology for Canvassing Canvassing  Learn how to enter data correctly using iPad  Access maps and walking routes  Report feedback from canvass visit  Collect data for construction for fiber from curb to home Managing Canvassing  Plan canvassing routes  Update visits  Record disposition  Support reporting

Next Steps for the GSLIS Community  Center for Digital Inclusion “Building an inclusive society through information and communication technologies”  Goals  Build capacity to satisfy local human development needs with ICTs  Engage research, teaching and service  Implement strategies to sustain innovations  Evaluate and share broadly  Address management practices and public policy  Work locally, nationally and globally